What makes an outstanding airline call center representative?
Asked by flaquita
I would like to know how I can excel as a representative for an airline call center, my main job is to make reservations. I love working directly with customers, and I want to be considered an outstanding representative. Any suggestions on where I can find maybe a job description on the net, or books or magazines I can read? I will appreciate all the help I can get.

Best Answer:
Never hang up until the customer is completely satisfied and happy. Don't send them off until you have exhausted all avenues. If there is something you can do for them, do it. If someone gets nasty with you don't engage,make sure they know you are on their side and work until they are thanking you for solving their problem.
Me, a customer of airlines who are becoming increasingly infuriating.
Answered by stl_aer

One word (CLEAVAGE) That ought to help you !
Answered by smitty

Use comprehsive sentences, stay patient and polite, make the caller feel understood, and make each call (seem) personal! Nowone likes the feeling of speaking to a robot or computer unless it is about the redfigures in your bankaccount ;-)
Answered by CCD

Im not sure about any sites available with information but can tell you a little about my jobs in various call centres - most call centres score you on AHT (Average Handling Time) know this time and learn to deal with your customers in a friendly and helpful but timely fashion - this will make you stand out to your employers - if you talk with a smile on your face it comes through over the phone and it shows you really care and want to help the customer in any way you can.. this will show the customer you want to help them out.
Answered by Kazz